Financial Client Services Specialist

About Our Organization 

This position supports our trusted behavioral health programs within the Advanced Recovery Systems family. Advanced Recovery Systems is the parent organization of The Recovery Village, Promises Behavioral Health, The Right Step, and The Ranch, bringing together established treatment brands with a shared commitment to expanding access to high-quality, evidence-based addiction and mental health care. 

In this role, you will be part of a larger, growing organization focused on improving patient outcomes, supporting our employees, and strengthening the communities we serve. 

The Financial Client Services Specialist provides centralized, patient-centered financial counseling and upfront patient collections for all Advanced Recovery Systems Outpatient and Intensive Outpatient (IOP) facilities, including both affiliated and stand-alone sites.

The Financial Client Services Specialist is accountable for all insurance and benefit verification, patient financial responsibility review, financial counseling, and upfront collection of private-pay fees, copays, deductibles, and other patient responsibility for assigned Outpatient patients. This position focuses solely on financial and insurance responsibilities.

The Financial Client Services Specialist reports directly to the National Director of Outpatient Services and partners closely with Outpatient facility leadership, Admissions, Utilization Review, and Revenue Cycle Management to support consistent financial workflows across the Outpatient network.

CORE JOB DUTIES:

1.       Serve as the centralized financial point of contact for patients and responsible parties at all Outpatient and IOP facilities, including affiliated and stand-alone sites, providing services virtually by telephone, video, and secure electronic communication.

2.       Complete insurance eligibility and benefit verification for all assigned Outpatient patients prior to or at admission by contacting payers directly and/or using online payer portals (e.g., Availity, Navinet, Instamed) or other approved applications, following the “Collection of Patient Responsibility” procedures.

3.       Identify coverage details including deductibles, copays, coinsurance, out-of-pocket maximums, coordination of benefits, network status, and pre-authorization requirements, and communicate findings to Admissions, Utilization Review, and facility leadership as appropriate.

4.       Calculate and provide accurate estimates of patient financial responsibility and educate patients and responsible parties on insurance benefits, billing expectations, financial policies, and available payment options.

5.       Collect applicable private-pay fees, copays, deductibles, and other patient responsibility upfront and within 24 hours of admission, and establish approved payment arrangements for balances not covered by third-party insurance, or for patients without coverage, in accordance with organizational policy.

6.       Ensure patients sign the “Notice of Standard Billing Practices/Acknowledgement” and all pertinent financial forms in the Financial Counseling bundle within 72 hours of admission, using approved electronic signature tools.

7.       When copays or deductibles cannot be collected, have the patient complete an “Advance Repayment Agreement” for monies advanced and notify the Admissions team and facility leadership. Work with Admissions on the resolution and collection of agreed-upon funds.

8.       Process credit card and other payments through approved virtual payment terminal systems and maintain accurate daily payment records.

9.       Maintain accurate and timely financial documentation in the EHR, including insurance information, guarantor order, insurance details, collections, payments, payment arrangements, financial counseling, and patient or responsible party communication.

10.   Monitor insurance coverage throughout the treatment episode and re-verify benefits for coverage changes, lapses, new benefit periods, and coordination-of-benefits issues; promptly communicate changes in patient financial responsibility to the patient and site leadership.

11.   Collaborate with Outpatient facility leadership, Admissions, Business Development, Utilization Review, and Revenue Cycle Management to resolve financial and insurance barriers and support a smooth financial experience for patients.

12.   Submit weekly deposit reconciliation to Revenue Cycle Management or the designated facility representative and update all related tracking spreadsheets.

13.   Meet established performance expectations for verification turnaround, upfront collections, financial form completion, payment arrangements, and timely documentation, and proactively follow up on outstanding patient balances and financial items.

14.   Escalate significant financial, coverage, payment, or documentation barriers to the Program Director/Coordinator and National Director of Outpatient Services when resolution falls outside the scope of the position.

OTHER REQUIRED TASKS:

15.   Provide strong customer service by promptly answering and returning patient and family calls and inquiries regarding insurance and patient funding, resolving issues and concerns within 24 hours whenever possible.

16.   Track and follow up on information requests from patients, facility leadership, and the National Director of Outpatient Services.

17.   Assist with month-end close, reporting, and reconciliation activities as needed.

18.   Support standardization of financial counseling and collection workflows across all Outpatient sites and assist leadership with process improvement initiatives.

19.   Attend required virtual team, operational, and individual check-in meetings.

20.   Accept and incorporate supervisory feedback and adapt to changing workflow, patient, and site needs.

21.   Maintain professional and technical knowledge through required education, training, and ongoing professional development.

22.   Maintain strict confidentiality and compliance with HIPAA, 42 CFR Part 2, state, federal, accreditation, and organizational requirements, including secure handling of patient information in a remote work environment.

23.   Perform other duties as assigned to support patient services and organizational operations.

Requirements

Education:

• Minimum of a High School diploma required.
• Associate or Bachelor’s degree in finance, accounting, business, healthcare administration, or a related field is preferred.

Experience:

• Experience working in a remote setting.

• Minimum two years of experience in healthcare financial counseling, insurance verification, patient access, patient collections, or revenue cycle preferred.
• Experience in behavioral healthcare or outpatient settings and prior remote work experience preferred.

This position is fully remote, with flexible start times between 9:00 AM and 10:00 AM. Some travel may be required as the role evolves and responsibilities expand.

Benefits

We offer great benefits including 401(k), paid time off plan, medical, dental, vision, and much more.

The Company complies with state and federal nondiscrimination laws and policies that prohibit discrimination based on age, color, disability, national origin, race, religion, or sex. It is unlawful to retaliate against individuals or groups based on the basis of their participation in a complaint of discrimination or on the basis of their opposition to discriminatory practices/EEO

We are proud to be a drug-free workplace.